Question 1

One step that isn't part of service blueprinting is:

Accepted Answer

A)  Eliminate boundaries for the service and decide on the level of interaction needed
B)  Identify and determine the sequence of customer and service actions and interactions
C)  Develop time estimates for each phase of the process
D)  Understand the time variability involved
E)  Identify potential failure points and develop a plan to minimize them

Question 2

Service design often must take into account the degree of customer contact required.

Accepted Answer

A) True 
 B)False

Question 3

Designing for recycling helps facilitate ______.

Accepted Answer

A)  Reduced legal liability
B)  Compliance with regulatory environments
C)  Increased product reliability
D)  Reduced standardization costs
E)  None of the above

Question 4

One motivation for an organization to redesign its product or service is to avoid the alternative of downsizing the organization.

Accepted Answer

A) True 
 B)False

Question 5

One of the main advantages of standardization is that it increases the potential variety of products.

Accepted Answer

A) True 
 B)False

Question 6

A disadvantage of standardization is the possibility of standardizing designs too early, which may make it difficult to modify in the future.

Accepted Answer

A) True 
 B)False

Question 7

Consumers tend to resist purchasing products containing recycled materials.

Accepted Answer

A) True 
 B)False

Question 8

The goal of life-cycle assessment is to incorporate the environmental impact of products or services into product-design or service-design decision-making.

Accepted Answer

A) True 
 B)False

Question 9

Mobile phones have evolved from devices intended to place and receive phone calls into handheld multimedia communications devices, but in the eyes of some customers these new features make the phones less desirable.This is an example of _________.

Accepted Answer

A)  robust design
B)  creeping featurism
C)  sustainable design
D)  quality function deployment
E)  component commonality

Question 10

Basic research is done with the expectation that discoveries will have near-term commercial application.

Accepted Answer

A) True 
 B)False

Question 11

Quality function deployment (QFD) is based on a set of standards which relate customer requirements to company capabilities.

Accepted Answer

A) True 
 B)False

Question 12

When considering re-use issues for a given product, an important factor to take into account is that product's _______.

Accepted Answer

A)  Ethical impact
B)  Reliability
C)  Durability
D)  Design for assembly
E)  None of the above

Question 13

The goal of value analysis is to find ways of _______.

Accepted Answer

A)  I.Reducing the cost of parts and materials
B)  II.Improving the performance of the product or service
C)  III.Incorporating multiple cultural values in global system design
D)  Both I and III
E)  Both I and II

Question 14

"Concurrent engineering" brings people concerned with manufacturing into the design phase earlier than in the "over-the-wall" approach.

Accepted Answer

A) True 
 B)False

Question 15

A service blueprint is quite similar to an architectural drawing.

Accepted Answer

A) True 
 B)False

Question 16

Standardization refers to the extent to which there is absence of variety in a product, service, or process.

Accepted Answer

A) True 
 B)False

Question 17

One way to increase reliability is to:

Accepted Answer

A)  eliminate backup component
B)  improve preventive maintenance procedures
C)  increase mean repair time
D)  increase the number of independent components
E)  none of the above

Question 18

The process of dismantling and inspecting a competitor's product to discover product improvement is called benchmarking.

Accepted Answer

A) True 
 B)False

Question 19

The three Rs - Reduce, Re-use and Recycle - are more applicable in service design than in product design.

Accepted Answer

A) True 
 B)False

Question 20

Reliability can be improved by the use of backup components.

Accepted Answer

A) True 
 B)False

Exam 4: Product and Service Design

When considering re-use issues for a given product, an important factor to take into account is that product's _______.

Correct AnswerverifiedShow Answer

The process of dismantling and inspecting a competitor's product to discover product improvement is called benchmarking.

Correct AnswerverifiedShow Answer

Designing for recycling helps facilitate ______.

Correct AnswerverifiedShow Answer

Quality function deployment (QFD) is based on a set of standards which relate customer requirements to company capabilities.

Correct AnswerverifiedShow Answer

A service blueprint is quite similar to an architectural drawing.

Correct AnswerverifiedShow Answer

"Concurrent engineering" brings people concerned with manufacturing into the design phase earlier than in the "over-the-wall" approach.

Correct AnswerverifiedShow Answer

One way to increase reliability is to:

Correct AnswerverifiedShow Answer

One motivation for an organization to redesign its product or service is to avoid the alternative of downsizing the organization.

Correct AnswerverifiedShow Answer

One of the main advantages of standardization is that it increases the potential variety of products.

Correct AnswerverifiedShow Answer

The goal of life-cycle assessment is to incorporate the environmental impact of products or services into product-design or service-design decision-making.

Correct AnswerverifiedShow Answer

A disadvantage of standardization is the possibility of standardizing designs too early, which may make it difficult to modify in the future.

Correct AnswerverifiedShow Answer

The three Rs - Reduce, Re-use and Recycle - are more applicable in service design than in product design.

Correct AnswerverifiedShow Answer

Consumers tend to resist purchasing products containing recycled materials.

Correct AnswerverifiedShow Answer

Service design often must take into account the degree of customer contact required.

Correct AnswerverifiedShow Answer

Basic research is done with the expectation that discoveries will have near-term commercial application.

Correct AnswerverifiedShow Answer

Reliability can be improved by the use of backup components.

Correct AnswerverifiedShow Answer

The goal of value analysis is to find ways of _______.

Correct AnswerverifiedShow Answer

One step that isn't part of service blueprinting is:

Correct AnswerverifiedShow Answer

Standardization refers to the extent to which there is absence of variety in a product, service, or process.

Correct AnswerverifiedShow Answer

Mobile phones have evolved from devices intended to place and receive phone calls into handheld multimedia communications devices, but in the eyes of some customers these new features make the phones less desirable.This is an example of _________.

Correct AnswerverifiedShow Answer

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